Delayed delivery of smart modem 3 for new connection

Forums › Spark New Zealand (including Skinny and BigPipe) › Delayed delivery of smart modem 3 for new connection - irresponsible Spark?

Rmani

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#300798 5-Oct-2022 11:41

So, I planned to switch to Spark broadband connection. I placed the order for the new connection and Spark Smart Modem3 on 12th September. It is due to be activated this Friday 7th October.

Being someone who likes to get things done in order, I followed up with Spark on 21st and 29th of September for the delivery of the Modem. I was assured it'll be delivered just before the connection gets activated.

But didn't receive any update on the tracking information till Monday. So, called them last evening, now I am told that they need to check with back office and it might take 3-5 business days for the Modem to be delivered. I was assured I'd get a callback, but didn't receive any. Reached out to them this morning, same response.

Asked for alternate options, as I need to continue my work with minimal disruption. I am being asked to buy Smart Modem2 from near-by Spark store, return it and get refund once Smart Modem3 is delivered.

I didn't expect this from Spark and is really frustrating to say the least.

Anyone else faced similar problem?

Rmani

Senecio

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#2977671 5-Oct-2022 11:51

Couldn't you just reconfigure your current router from your existing ISP to use the Spark settings until the SM3 arrives?

trig42

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#2977678 5-Oct-2022 12:06

Senecio:

Couldn't you just reconfigure your current router from your existing ISP to use the Spark settings until the SM3 arrives?

Yep, this.

Spark does port based Auth, so as long as you can configure your current router, you should be just fine (in fact, you may not even have to do anything depending on what your current ISP is).

Rmani

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#2977679 5-Oct-2022 12:09

That's definitely an option, I am frustrated more about the lack of communication from Spark and their irresponsibility.

Rmani

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#2977684 5-Oct-2022 12:23

You are expecting too much for a consumer customer!

Bung

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#2977742 5-Oct-2022 12:52

Linux: You are expecting too much for a consumer customer!

There are hundreds if not thousands of small businesses delivering better service to ordinary retail customers. Maybe Spark could outsource delivery of modems to the small coffee roaster who gets us a small order (1kg of beans) within 2 days free delivery. How much does it cost answering repeat calls asking where something is?

freitasm

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#2977757 5-Oct-2022 13:33

Linux: You are expecting too much for a consumer customer!

No, he is not.

RunningMan

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#2977779 5-Oct-2022 14:54

Frustrating, yes, but I don't think this comes remotely near being irresponsible. There's a number supply chain shortages and issues affecting delivery of all sorts of products currently.

Their communication with you definitely could have been better, but picking up a router from a retail store seems like a reasonable interim solution that can happen quickly given they've obviously got a dispatch or warehousing issue preventing routers being sent out in the usual manner.

As @senecio says though, should be fairly easy to reconfigure your existing router to get up an running - if you get stuck, just ask here. If you current ISP uses PPPoE on VLAN 10 (a high proportion do) then you won't need to change anything at all, it will just keep working.